Your flight was delayed by more than 3 hours or cancelled and you do not know where to start? The process is simpler than it looks if you have the documents at hand. If you first want to know whether your flight qualifies, read when you are entitled to compensation.
Which documents do you need?
- Booking confirmation or e-ticket (with the booking reference);
- boarding pass, if you had one, or proof that you checked in;
- proof of the delay or cancellation: messages from the airline, screenshots, the real landing time (you can also find it on flight-tracking sites);
- receipts for food, hotel or transport you paid for because of the problem.
Step 1: write to the airline
Send a written request (the airline's web form or email) with the flight number, date, route, your details and the amount you are entitled to. Ask explicitly for compensation under Regulation (EC) 261/2004. Keep a copy of your message and of the reply.
What if the airline refuses or does not answer?
Airlines often reply in 2–6 weeks. If it refuses citing "extraordinary circumstances" without evidence, or stays silent, you can complain to the national enforcement body of the country the flight departed from, ask a specialist claims service for help or, as a last resort, go to court.
How long does it take and who can claim?
A simple claim can be settled in a few weeks; disputed cases take months, sometimes longer. You can claim for every passenger on the booking, children included. The limitation period is usually between 2 and 6 years, depending on the country.
Is a specialist service worth it?
If you do not want to deal with letters and deadlines, services such as AirHelp take over the case: you check for free whether the flight qualifies, and the fee is paid only if you get the compensation (you see the percentage on their site before you start). If you claim yourself you keep the whole amount, but you do more work and it can wear you out along the way.
Check your flight for free on AirHelp. ZUM.MD earns a commission from AirHelp if you use this link; the price for you does not change.
What if your flight departs from Moldova?
European rules do not apply to every flight from Chișinău. See what applies to flights to and from Moldova.
General information, not legal advice.